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Mario Fonseca

Mario Fonseca

Customer Operations and Payments Lead

IKEA

Technologies

My Portfolio Highlights

My New Track

Spreadsheet Fundamentals

My New Course

Introduction to SQL

My New Track

Spreadsheet Fundamentals

Unleashing the magic of data, one algorithm at a time.

My Work

Take a look at my latest work.

course

Introduction to Power BI

course

Introduction to SQL

course

Intermediate SQL

course

Introduction to Power BI

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to SQL
Introduction to Power BI
Intermediate SQL
Joining Data in SQL

My Work Experience

Where I've interned and worked during my career.

IKEA | Jan 2021 - Present

Customer Operations & Payments Leader

Leading and coaching coworkers to provide consistent customer experience and operations across all Customer Service functions in the store with primary focus on: Click & Collect, Handout, and Home Delivery services. Ensuring my team of co-workers have the knowledge and confidence to make empowered decisions that result in a great customer experience. Monitoring performance against goals and conducting analysis to always provide continuous improvement with data from: co-worker KPI metrics, customer feedback, and operational testing & simulation. Hiring, onboarding, training, and creating development plans for co-workers. Maintaining adherence and compliance to policies regarding cash handling, inventory, and safety.
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IKEA | May 2018 - Dec 2020

Customer Service Lead

N/A

Tokai Japanese Gifts | Jan 2016 - Feb 2020

Small Business Owner

N/A

IKEA | Jan 2017 - May 2018

Home-to-Home Quality Lead

N/A

IKEA | Jan 2016 - Jan 2017

Home-to-Home Quality Co-Worker

Upholding IKEA's commitment to cost-consciousness and improving customer relations beyond just the in-store experience. Home-to-Home Quality provides support for After-sales, Recovery, Deliveries, and Product Quality.

Tokai Japanese Gifts | Jun 2010 - Jan 2016

Small Business Owner

Oversaw all daily operations for a specialty retail gift store of $300k+ annual revenue Implemented a POS system to track inventory and reduce customer check-out times Participated the business in community events and advertising, expanding our brick-and-mortar customer reach to over 6 neighboring states Introduced locally-sourced art and products through consignment Renovated the store to improve customer experience Managed all domestic and foreign inventory purchasing Launched an ecommerce webstore increasing product reach and sales Managed all financial aspects of the sole proprietorship including: employee payrolls, budgeting, taxes, merchant services, and banking

LeadKarma LLC | Jun 2008 - Jun 2010

Software Engineer

Developed front-end forms to collect and store lead information Increased our conversion rate on leads by designing call-to-action web page components Designed and implemented web page test cases Expanded our vendor network by constructing new pathways to monetize on leads Implemented data filtration and sanitization methods to curate incoming leads Enhanced lead quality by validating and augmenting user input Tended to database integrity and performance upkeep

Tokai Japanese Gifts | May 2007 - Jun 2008

Assistant Manager

Managed staff hiring, training, and scheduling Designed and curated displays increasing product synergy Boosted customer relations by introducing and maintaining social media presence Tended to daily store upkeep, customer requests, and clerical duties

Beth Israel Deaconess Medical Center | Jan 2005 - Jun 2007

Research Programmer

Network Administrator for XServe computational cluster Designed UI and web-accessible portal for ranking tool in post-identification protein research Developed service to augment research output data from remote database and distribute tasks to computational cluster Implemented statistical methods to differentiate genes of interest from experiment output

Clark University | May 2004 - Jul 2004

Research Engineer

Collaborated on web-interfaced software designed to organize and analyze phylogenetic data. Designed and implemented methods for parsing and generating Nexus format files using BioPerl. Enabled on-the-fly generation and display of user-defined clades via DBI and CGI Perl. Centralized database, source code, and web content over a secure dedicated network.

Clark University | Aug 2002 - Jan 2003

Web Assistant

Provided coding support for department and faculty requested pages. Assisted Web Master in refactoring outdated pages to new HTML standards and compliance. Translated daily and seasonal printed publications into web accessible media. Performed general maintenance of the University website to ensure positive visitor experience.

My Education

Take a look at my formal education

Bachelor’s Degree, Computer ScienceClark University | 2004

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